Lifecycle CRM Lead: AI-Driven Engagement & Growth

Crypto.com; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

Crypto.com is seeking a CRM Manager to steer cross-channel lifecycle marketing across product verticals. You will own onboarding, retention, and engagement initiatives via email, push, in-app, and in-browser campaigns, collaborating with Marketing, Product, Legal, Compliance, and MarTech teams.

The role emphasizes data-driven decision making, AI-augmented personalization, and strong cross-functional leadership in a fast-moving Crypto environment.

Qualifications

• Minimum 4–6 years of experience in CRM, Lifecycle Marketing, Growth, or Retention Marketing roles.
• Hands-on experience with CRM and CDP platforms, particularly Braze; proficient in building, QAing, and optimizing campaigns directly in the tool.
• Technical proficiency in HTML/CSS for email and in-browser message development; experience with responsive design and cross-client rendering.
• Familiarity with REST APIs and how CRM platforms consume event data and integrate with external systems.
• Strong command of CRM setup and operations — segmentation architecture, channel logic, data integration, and automation flows.
• Analytical proficiency in campaign performance analysis; comfort with BI tools and data querying. SQL experience is a strong plus.
• Demonstrated interest in applying AI tools to CRM workflows — content generation, predictive segmentation, send-time optimization, or operational automation.
• Solid understanding of lifecycle marketing best practices: personalization, journey design, A/B testing, and campaign attribution.
• Strong organizational skills — able to manage multiple campaigns and workstreams simultaneously with a high degree of accuracy.
• Strong cross-functional communication skills; comfortable navigating between Marketing, Product, Legal, and Tech teams.
• Knowledge of digital assets, cryptocurrency, and Web3 ecosystems is highly preferred.
• Experience in a regulated industry (crypto, fintech, gaming) is a strong advantage.

Responsibilities

• Own lifecycle CRM strategy across product verticals, driving engagement, retention, onboarding, and reactivation through targeted campaigns and personalized experiences.
• Design and execute end-to-end marketing automation — from segmentation and journey architecture through to delivery, measurement, and iteration — across email, push, in-app, and in-browser channels.
• Develop deep ownership of the CRM tech stack — including segmentation logic, channel configuration, data flows, and automation architecture — to operate effectively and surface improvement opportunities.
• Partner with the MarTech team to build and maintain API-based triggers, data integrations, and real-time event pipelines that power scalable, data-driven campaign delivery.
• Write and maintain HTML/CSS for email and in-browser templates, ensuring consistency with brand guidelines, responsive design, and cross-client rendering quality.
• Leverage customer behavioral data and signals to craft personalized experiences, drive upsell, and expand user usage across products.
• Apply CRM best practices in personalization, A/B testing, journey design, and attribution — continuously raising the bar on execution quality and measurable impact.
• Leverage AI and machine learning tools to enhance personalization, optimize send times, improve content generation, and scale campaign operations.
• Own campaign reporting and performance analysis; translate data into actionable insights to optimize messaging, timing, segmentation, and channel mix.
• Collaborate cross-functionally with Product, Marketing, Creative, Legal, Compliance, and Tech for go-to-market strategies aligned with business priorities.
• Coordinate with regional legal and compliance teams to ensure CRM activities comply with local regulations, particularly in regulated markets.
• Develop engagement strategies such as gamification, challenges, and reward mechanics to enhance platform stickiness and drive key usage metrics (e.g., DAU/MAU, transactions, purchases).

Skills

Lifecycle marketing

CRM platforms

Braze

HTML/CSS for email

REST APIs

AI for personalization

A/B testing

Channel strategy

Cross-functional leadership

Data-driven

Tools

Braze

SQL

BI tools

Job description

Crypto.com is seeking a CRM Manager to steer cross-channel lifecycle marketing across product verticals. You will own onboarding, retention, and engagement initiatives via email, push, in-app, and in-browser campaigns, collaborating with Marketing, Product, Legal, Compliance, and MarTech teams.

The role emphasizes data-driven decision making, AI-augmented personalization, and strong cross-functional leadership in a fast-moving Crypto environment.